Support Engineering Manager
Canonical
WorldwideremotePosted 1 month ago
Skill Required
Support-EngineeringTechnical-SupportEngineering-ManagementSupport-ManagerLinux-SupportSupport-Engineering-ManagerDirector-Of-Support-EngineeringEngineering-Support-LeadCustomer-Care-Engineering-ManagerTechnical-Support-ManagerService-Engineering-ManagerEngineering-ManagerSupport-Operations-ManagerEngineering ManagerEngineeringtroubleshootingVMwarewrittenLinuxCloudandAIFulltime
Key highlights
- Performance-driven annual bonus or commission
- Distributed work environment
- USD 2,000 annual learning and development budget
- Extensive Linux CLI experience required
Role overview
Canonical is a leading provider of open source software and operating systems, notably Ubuntu, serving global enterprise and technology markets. The company is founder-led, profitable, and growing, operating as a pioneer of global distributed collaboration with over 1200 colleagues across 75+ countries. Regional Support Managers run world-class Support teams for the Cloud Support Group and Devices Support Group, solving deep technical problems for customers on Ubuntu Server, Ubuntu Desktop, and the public cloud. The role requires a balance of customer focus and technical excellence, ensuring customer satisfaction and that the support team maintains up-to-date technical skills and efficient troubleshooting capabilities.
Responsibilities
- Management of a professional support team, including skills development and performance management
- Operational control, shift scheduling, accountability for key performance indicators (KPIs)
- Ensures that all customer cases are responded to within the SLA, and in a professional manner
- Act as the customer escalation contact, and ensure that such escalations are addressed appropriately
- Accountability for customer satisfaction
- Contribution to the support knowledge base
- Continuous improvement to the team's processes and support service delivery
- Hire, develop and train support team to match business requirements
- Work with the leadership team to drive growth and transformation initiatives
Requirements
- Extensive CLI experience with Linux at a technical level (Support, Development, Implementation)
- Leadership experience
- Confidence under pressure, with proven track record of high customer focus
- Excellent communication skills (verbal and written)
- Experience or knowledge of Linux Desktop, OpenStack, Public Cloud or Virtualization technologies
- Proven track record of contributing to Open Source projects
- Software development experience
- Experience in working in support organizations
- Comfortable in a fast paced environment, able to take responsibility for delivering to customers and enjoy challenges
- Care deeply about your team, their skills, and their career development
Nice to have
- Team management experience
- Fluent in two languages, English being primary one
- Hands on experience with Canonical's products
Benefits
- Performance-driven annual bonus or commission
- Distributed work environment with twice-yearly team sprints in person
- Personal learning and development budget of USD 2,000 per year
- Annual compensation review
- Recognition rewards
- Annual holiday leave
- Maternity and paternity leave
- Employee Assistance Programme
- Opportunity to travel to new locations to meet colleagues
- Priority Pass, and travel upgrades for long haul company events
Additional details
- Teams meet two to four times yearly in person, in interesting locations around the world, to align on strategy and execution.
- Compensation is shaped by geographical location, experience, and performance worldwide.
- Canonical is an equal opportunity employer and fosters a workplace free from discrimination.
- Originally posted on Himalayas